crm manager in beauty

L’Oréal is a global beauty company present in 150 markets across five continents. Its Professional Products Division supplies salons and other professional customers with advanced hair and beauty products through an eight-brand portfolio, including L’Oréal Professionnel, Kérastase, Redken and Matrix.

• Define and deliver an integrated CRM, retention and digital merchandising strategy aligned with D2C revenue targets, product launches, trading moments and brand priorities
• Own the D2C merchandising calendar, curating product launches, seasonal edits, exclusive bundles, campaign landing pages and onsite navigation
• Optimise product discovery, cross-sell and upsell opportunities to increase conversion and Average Order Value
• Own the CRM calendar and lifecycle strategy across email and SMS, balancing campaigns with automated journeys
• Develop personalised journeys across acquisition, onboarding, replenishment, cross-sell, win-back and loyalty using customer cohorts, behavioural signals, purchase history and preference data
• Partner with Brand and Creative teams to turn campaign assets into premium digital experiences while maintaining consistent brand expression
• Own the D2C CRO and test-and-learn roadmap across CRM and onsite journeys; identify friction and opportunities from landing page through PDP, basket and checkout
• Develop hypotheses and success criteria across merchandising, navigation, UI/UX, messaging, creative, segmentation and lifecycle journeys, and scale learnings that improve performance
• Analyse CRM, onsite merchandising and customer lifecycle performance; identify risks and growth opportunities and translate insights into trading, merchandising, CRM and customer-journey actions
• Build customer cohort and behaviour insights to inform commercial planning
• Champion Salesforce Marketing Cloud and e-commerce platform capabilities, and explore CRM, personalisation and conversational commerce opportunities
• Maintain database hygiene, accurate product catalogue information, stock visibility and onsite visual execution
• Support compliant consent, preference and consumer-data practices with Legal and the Data Protection Officer
• Work with Brand, Operations and IT teams to deliver execution at pace
• Build and share CRM and digital merchandising toolkits, creative inspiration and operational best practice with Zone and Global partners

• Proven experience in CRM, customer lifecycle management, digital visual merchandising, e-commerce trading and/or online user experience
• Use conversion, engagement, retention, basket size, AOV and ROI data to evaluate performance and make informed decisions
• Strong understanding of premium digital storytelling and creating engaging, shoppable experiences from brand and creative assets
• Understanding of segmentation, behavioural triggers, preference data and omnichannel customer journeys
• Experience with structured test-and-learn programmes using quantitative data and qualitative judgement
• Comfortable working with CRM and e-commerce technologies
• Strong execution skills across copy, creative, product information, stock visibility, data hygiene and campaign setup
• Experience developing CRM acquisition, lead-generation, data-capture and customer-enrichment initiatives
• Ability to build partnerships across creative, marketing, commercial, insights, operations, technical and legal teams
• Working knowledge of consent, preference management and data protection requirements
• Ability to manage multiple priorities in a fast-moving retail environment
• Будет плюсом: Salesforce Marketing Cloud

• Benefits include money-saving offers, free mortgage advice, share options and an enhanced pension plan
• Up to 60% off L’Oréal brands
• Private medical and dental insurance, discounted gym memberships and onsite mental health support
• Enhanced family leave and up to 4 weeks of paid fertility leave
• Learning opportunities include leadership programs and monthly expert talks